Equity Trust Company · 1 day ago
Supervisor, Client Service Operations - Account Services & Transfers
Westlake, OH 44145
Full-time
Hybrid
Mid, Senior Level
2+ years expEquity Trust Company is seeking a Supervisor for their Client Service Operations team. The role involves leading the Account Services and Transfer team to ensure superior client support and efficient processes for account establishment and asset transfers.
Financial Services
Responsibilities
Leads the Account Services and Transfer team to deliver superior service for account establishment, maintenance, incoming transfers and client call queue
Oversees account opening applications, ensuring each account passes customer identification verification (CIP) and working with clients to resolve identity verification issues
Manages completion of file maintenance activities including beneficiary updates, address changes, third-party contacts, credit card updates, and other account data points
Maintains strong understanding of transfer processes, ACATS processing, and asset re-registration; assist clients in successfully transferring assets to ETC
Develops and implements cross-training plans to ensure team flexibility and readiness to adapt to volume fluctuations
Identifies process improvement opportunities and leads initiatives to enhance efficiency, working collaboratively with the team and Salesforce administrators to implement changes
Coaches and mentors team members, conduct performance evaluations, and provide feedback to support professional development
Monitors key performance indicators, service level agreements, and quality metrics to ensure timely and accurate processing
Works cross-functionally with Sales, Client Services, and other areas of Operations to ensure smooth onboarding and servicing experience for our internal and external clients
Coordinates with Team Leads to establish schedules and maintain appropriate coverage
Hires high-quality candidates and leads effective onboarding processes
Manage special projects and support initiatives across the organization
Assists with budget process and forecasts staffing needs
Perform other duties as assigned
Qualification
Required
High School Diploma or equivalent
Minimum 2 years of management experience in the retirement and/or financial industries, preferably in account open and/or transfers
Knowledge of customer identification verification (CIP), and regulatory requirements
Effective written and verbal communication skills
Ability to manage multiple priorities and adapt to changing business needs
Analytical and problem-solving skills to identify trends and improvement opportunities
Advanced level proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint)
Preferred
Bachelor's Degree
Experience with account opening, file maintenance, transfers (ACATS), asset re-registration procedures and client call queues
Experience with Salesforce or similar CRM systems
Company
Equity Trust Company
Equity Trust Company is a financial services company that enables individual investors, financial professionals and institutions to diversify investment portfolios through alternative asset classes, including real estate, tax liens, private equity and precious metals.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
George Sullivan
Chief Executive Officer
Joe Stolz
Chief Technology Officer
Company data provided by crunchbase